SMS troubleshooting

SMS alerts are one of the best ways to stay in sync with the status of your website, servers, and web services. If your SMS alerts are failing to be received, that’s a big deal!

Below you’ll find a series of SMS troubleshooting options:

Altering Additional Senders

If you aren’t able to receive test SMS messages, you can try tweaking the following in the Uptrends web application. To do so, follow these steps:

1. At the bottom left part of your screen, click Your profile name > User settings.
2. Under the Main tab, scroll to Phone settings > SMS provider.
3. Choose the Override SMS integration settings option to edit the next fields.
4. Select a gateway provider from the dropdown menu. Currently, we offer 4 different providers that you can choose from:

• SMS Gateway based in Europe
• SMS Gateway 2 based in Europe
• SMS Gateway based in USA
• International based SMS Gateway

5. Tick the Use numeric sender option.

Some providers have issues receiving messages from numeric senders or from alphabetic senders. By default, we use an alphabetic sender.

Unblocking Via Your Provider

SPRINT

By default, some phone numbers from SPRINT users may be blocked. But don’t panic! There is a way to unblock your number yourself, by texting UPTRENDS to 46786.

If this action is successful, you should start receiving SMS messages as configured in your account.

If this effort fails, you will need to contract your carrier directly to get the block removed from your account.

AT&T

Some AT&T users may have difficulty receiving SMS messages by default, but you can unblock your number by texting UPTRENDS to 64085.

If this does not work, please contact your carrier and have them remove the block from your account.

Known SMS issues for operators

China and India

Due to spam filters in China and do-not-call registries in India, SMS alerting may not work for operators in these countries. Learn more.

List of supported countries and providers with Sender ID

Check the Uptrends list of supported countries and gateway providers. The Numeric Enabled column indicates whether the Use numeric sender checkbox in the Uptrends web application can be enabled or disabled.

If Yes, you can tick the Use numeric sender checkbox to receive the SMS from a mobile phone number. Otherwise, you’ll receive the SMS from the contact UPTRENDS. If both Yes and No are options, choose the one that best suits your needs.

Still having trouble?

If you’ve tried these SMS troubleshooting options but are still unable to receive alerts, please contact support by filing a ticket.